Book reviews

Association of Research Libraries     

Untangling the jungle of e-journal access issues using CRM software

Librarians have been struggling for years with the variety of issues arising while troubleshooting access to electronic journals. This article outlines the advantages and disadvantages of using a Customer Relations Management (CRM) software, originally designed for a call center, to communicate with patrons and track access issues. Utilizing the e-mail software used by the Reference Department at the University of South Florida, we assign incidents, correspond with patrons and staff, write internal notes, maintain transactions, and pull statistics. Hopefully, library vendors will develop software oriented to the needs of libraries to assist in managing access problems for e-journals.     

Paving Consensus: Enacting, Challenging, and Revising the Consensus Process in a Cohousing Community

This study focused on a cohousing community's use of consensus to make a decision about surfacing a parking area. It revealed that the community's use of consensus decision making allowed the residents to balance three goals: making an appropriate decision, meeting members' needs, and maintaining the community's well-being. Reaching agreement, however, was complicated by members' value differences and discontinuity in their participation. The analysis of this case reveals three qualities characteristic of the enactment of consensus: the role of structured communication within and between group meetings, a tension between maintaining process openness and reaching decision closure, and the expectation that group members will work within the consensus process. The analysis also highlights the importance of timing in the interpretation of conflict in a consensus-oriented group and the role of process change when a group reaches the limits of members' commitment to consensus.     

Research trends and collaborations by applied science researchers in South African universities of technology: 2007–2017

This paper analyses the publication patterns of researchers in the field of applied sciences at Universities of Technology in South Africa. Aspects investigated include publications in SCOPUS-listed journals; number of citations and countries of publication. Collaborative research patterns at national and international levels were also investigated. A bibliometric analysis approach was followed using SCOPUS as the main source of data and analysing the articles published in selected applied science disciplines. Results show that researchers in the field of applied sciences in universities of technology have increased their number of publications over the past 10?years and are also working in conjunction with other researchers both nationally and internationally. The analysis is an important addition to the field in South Africa which helps in measuring how institutions are positively responding to government incentives in research. The results are also important to information professionals who are increasingly playing an important role in research impact assessments.